I've been working as the Social Media Editor and a staff writer at Forbes since October 2011. Prior to that, I worked as a freelance writer and contributor here. On this blog, I focus on futurism, cutting edge technology, and breaking research. Follow me on Twitter - @thealexknapp. You can email me at aknapp@forbes.com

Live: Google Fiber Gets Switched On

I’m here live at the Google Fiber Space in Kansas City for the press event whereby Google Fiber is finally turned on in Kansas City. Keep refreshing as I’ll be updating as new information is announced at the event.

11:38am – We’re watching a video right now about Hanover Heights, which is the first neighborhood that’s going to be getting Google Fiber, based on the initial pre-registrations.

11:41am – Alana Karen – Google’s Director of Customer Service is now discussing the Google Fiber installation. Installations begin today, and the first homes will get Google Fiber today.

11:43am – The installation team is local technicians with lots of experience. The technicians are also trained on customer service. “For us, customer service is an investment, not an afterthought.” Goes back to initial Google principles “Focus on the user and everything else will follow.”

11:45am – Customer service in this space sounds simple, but Google claims they want to focus on details right. This includes call center operators who can answer every question “rather than getting bounced around.” “We’ll speak to you in plain English, no jargon” and there are no scripts “like robots.” That same customer service training is provided to the Fiber installation team.

11:46 – If this happens, it might be Google’s greatest innovation ever: “We book a window of time with you for installation, and we will show up at the start of that window.”

11:47 – And now it looks like they’ve been cribbing off my customer service articles. Customer service can be address by chat, phone, email, in person, or by social media.

11:49 – Up speaking now is Juan Spiniak – Google Fiber product manager. Right now with a hilarious slide showing all the wires and devices that people have in their houses for internet/cable. “But it should be easier to manage services.”

11:50 – Launching a new product: MyFiber – which enables you to control all your Google connected devices from a network page. Diagrammed devices with a color scheme so you know what’s connected to the network and what isn’t. The idea is that you should be able to easily troubleshoot problems – but also be able to connect to a customer service spot. You’ll also be able to manage your WiFi settings.

11:53 – MyFiber page also lets you manage your services from one page, too. He noted that with most cable companies, it’s virtually impossible to understand what your services are. And can upgrade and downgrade services online with a click, and “within minutes,” it’ll be operational in your home.

11:55 – And with that, we’re at a Q&A session. Among the people in the Q&A – actual customers who are getting Fiber today.

11:58 – One of the panel participants is a representative from Kansas City’s “Startup Village” community, which is getting Google Fiber this week.

11:58 – Very techie question – once Fiber is installed, is there a limit to the number of hard ethernet connections possible? Answer from Google: First they ask where you want the box. From there, you can connect by WiFi, or you can connect hardlines yourself, but that’s not a service Google is offering right now.

12:00 – Question about the local technicians – who are they and where did Google get them? Answer: Can’t give actual numbers because it’s going to vary depending on construction schedules. But they’re going to continue to look for local talent, so they’ll be doing local hiring in the next few months.

12:02 – Second question: Have their been delays in installing Fiber? Answer: Everything is on schedule. The beginning of construction is the drop connections to the exterior of the home. Then they piloted a small pilot on interior installations in October before rolling it out to everyone in the Fiberhood today.

12:03 – Question: How “friendly” is Google equipment with other equipment? Answer: it’s all standard tech. Should be easy to connect outside devices to the network without a problem. The tech Google provides is “very good” – but it’s an open network.

12:05 – Question from homeowner: how much control over exterior installation. Answer: they’ll let you know when they’ll be there, so if you’re concerned or want to talk, you can arrange where you want it. Otherwise, the default installation will be where the other utilities are connecting.

12:07 – Question: If you move into a Google Fiber neighborhood, and the house doesn’t have it, will the registration period be re-opened? Answer: The pre-registrations were all about the construction schedules so that everything could be installed efficiently – working on one Fiberhood at a time. Right now, no commitments if you miss that schedule. “But we’re really thinking how to handle moves, because it tends to be a bad customer service point for people. Expect more information as we finalize those plans.”

12:12 – Question: what will be the impact on the startup community? Answer from Startup Village: “It’s like electricity back in the day. People are like, hey, if I move to this neighborhood, I don’t have to light candles anymore. We’re already seeing people move in now.” But how will the tech impact the startups? We don’t know because nobody’s had the tech. Ask us in a month or a year.

12:15 – Question: When will Google Fiber be opened up to businesses rather than residences. Answer: 100% focused on residences now, but a small business product will be coming soon.

12:17 – Question: Will Google monitor bandwidth or limiting bandwidth? Answer: Not at all. We have policies in place to optimize types of traffic like video, but it’s not based on content.

12:19 – Question: What’s the channel line up for Google Fiber? And will Google be adding anything to enhance TV experience? Answer: Lineup “keeps getting better” – just announced new channels. As for TV experience, Google is working on it but has nothing to announce today.

And that’s a wrap. A quick, easy press event. I admired the effiiciency.

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